The Ombudsman - Compliance and Best Practice

The Property Ombudsman’s role is to outline best practice and professional diligence for agencies. This course will look closely at the requirements of the ombudsman and alternative dispute resolution schemes to provide delegates with a clear understanding of how to remain compliant.

The course will provide an overview of how to run an agency well and treat customers fairly, using case studies and examples to enable agents to provide a high level of service. Attendees will learn how to advertise for new business, conduct a market appraisal and avoid complaints or legal action.

Audience

Agents wishing to understand the importance of the Ombudsman rules in order to avoid any customer complaints.

COURSE DATES

The Ombudsman - Following Rules and Best Practice for a Compliant Lettings Business

Topics

Explanation of redress and alternative dispute resolutionThe legislation that relates and emphasises that whilst the Ombudsman is not a regulator he has a particular role in defining best practice in the industry.

The Codes of Practice and the relevant legislation

TPO / ARLA Codes

Consumer Protection from Unfair Trading Regulations

Cancellation Regulations

Consumer Rights Act

Immigration Act

Deregulation Act

Housing and Planning Bill

Implications of Non ComplianceNot just legal sanctions but the impact on business in terms of time taken to deal with matters. The importance of staff being equipped to understand their responsibilities

Understanding what you need to doA run through the main aspects of business and what you either must do or should do to provide proper and focused customer service to improve your business.

What would you do? A series of case studies for delegates to consider and explain their approach and level of award if appropriate.

Summary The importance of treating customers fairly and understanding the rules so that complaints do not arise in the first place.

Waiting list

If the date you would like is fully booked and you would like to be placed onto the waiting list, please email courses@propertymark.co.ukwith your name, contact details and how many places you would like; if a place becomes available we will then contact you. Alternatively if we have sufficient interest we will try and arrange an additional date for the course to run.

In-house training

This course is also available in-house. For more information on this please contact the Courses department on 01926 417 787 or email courses@propertymark.co.uk

Alternative dates or locations

Details

Level: Intermediate CPD: 3 hours

Face to Face Training

Meet Your Trainer

Sue Hopson

Sue began her property career in the social housing sector and then moved into the private rented sector in 2002. She has been a Lettings Manager at different successful businesses in Dorset and later joined a prominent franchisor as their Brand Standards Manager and was subsequently promoted to Executive Head of Brand Standards.

She was one of the first in the country to be awarded a Diploma in Lettings and Property Management and believes that knowledge and customer service is key to being successful.

Sue now acts as a consultant to businesses associated with the private lettings sector specialising in compliance and audit.